Workforce Management Scheduler Executive


5 openings
Preferred Educational Attainment
Graduated from college
a month ago
Application deadline
in a month
Recruiter responds
13% of the time
Recruiter last seen
3 days ago
Employment Type
Full time
Office Address
​12th Floor Wilcon IT Hub Building 2251, Chino Roces Avenue, Makati, Philippines
Minimum Qualifications:
Graduated from college
  • College graduate or equivalent job experience; at least 2 years of college preferred.
  • Minimum of three years’ workforce forecasting and scheduling experience in a call centre environment and two years’ experience working with call centre reporting and metrics required.
  • One year prior experience working with workforce management technologies ideally either eWFM, IEX or Blue Pumpkin.
  • One year prior experience with Avaya or other ACD phone system required.
  • Strong analytical skills and ability to apply those real-time.
  • Proficiency in Microsoft Office Applications including Power point, Word & Excel and other relevant software.
  • Excellent problem solving and decision making skills.
  • Ability to operate effectively in a team environment.
  • Excellent oral and written communication skills and interpersonal skills.
  • Dependability regarding completion of assignments and attendance.
Job Description
  • Work directly with the vendors and customer experience team across all regions to build staffing strategies that take into account all possible variables that may affect staffing and call volume projections.
  • Monitor and analyse call and email arrival patterns, intra- and inter-day activity and make adjustments as needed in real time to ensure optimal productivity and efficiency.
  • Create scheduling matrices that ensure achievement of service level, schedule adherence and other financially impacting goals, using projections and/or historical information.
  • Create proper contingency plans to ensure that staffing remains as constant as possible in the event of an emergency.
  • Prepare and disseminate timely and accurate reports to customer experience management and other vertical leads as needed.
  • Proactively monitor associate calling behaviours, efficiency, and availability and report deficiencies to customer experience team in real-time.a
About Grab
Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia. Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.

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